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DNB

Digitalising the car purchase process led to dealer and customer satisfaction, and major new partnerships for DNB.

Area

Customer onboarding, Enterprise, Finance
Challenge

Competition is fierce in the car financing industry

Financial providers compete mostly on interest rates and commission, and DNB was looking for a game changer.

They looked to technical innovation and customer experience as differentiators for a solution that car dealers would choose above others when pitching to their customers.

Prior to DealerPad eSign, a customer had to go home after their store visit and wait 2-3 days to receive the printed contract by post. Once signed and returned to DNB, the contract had to be manually checked before DNB could remunerate the reseller.

In the 12% of cases where a contract was returned with errors, the entire process had to be repeated, leading to customer dissatisfaction, frosty car dealer relationships, and even customer regrets.

DNB challenges

Customer satisfaction
Customer satisfaction

Waiting for the contract to be posted, then checked manually

Slow payout
Slow payout

Dealers had to wait 5 days, even weeks, to receive payment

Data errors
Data errors

Contract errors meant repeating the entire manual process

Solution

DNB set off to build a world-class mobile point-of-sale system

In a high-priority project led by Business Developer Peter Ahnell, DNB set off to build a world-class mobile point-of-sale system that would make DNB the preferred financial services provider in every car dealership.

But DNB needed a partner for this quest, one who not only fulfilled all the legal requirements regarding e-signing, but who also possessed the technical expertise to develop new functionality to a standard that would make DNB outshine their competitors. And they needed a partner agile enough to work in close cooperation with the DNB team.

Following a strict procurement process, including a rigorous technical due diligence, DNB chose the Scrive eSign API to develop the new solution, and forged a long-term partnership with the Scrive team.

Since DNB was developing the first product of its kind, the required functionality did not yet exist. Working closely with the Scrive product team, the project group successfully produced a solution that could be easily integrated into their newly developed iOS application.

Impact

0%
Contract errors

Down from 12%. Previously, contract errors meant the entire process had to be repeated

30min
Payout time

To car dealers, down from 5 days, sometimes weeks, prior to rollout of DealerPad eSign

Deals
Won

DNB soon landed new major partnerships with automotive companies across Sweden

“We couldn’t get our lawyers to accept e-signing. Scrive’s solution made it possible.”

iPeter Ahnell Business Developer, DNB Bank
Result

The launch of DealerPad eSign brought dramatic results, quickly

Contract errors dropped from 12% to 0%, and payout times to dealers dropped from 5 days (or even weeks) to just 30 minutes.

But it was the greatly improved user experience for both end customers and car dealers, the actual DNB partners, that led to even bigger rewards: The partners quickly started to prefer using DNB’s products over the competitors’, resulting in increased sales and new major partnerships with automotive companies across Sweden.

Next, DNB brought DealerPad eSign to their home market in Norway, a process that wouldn’t have been possible without assistance from the Scrive legal team. Together, DNB and Scrive have managed to convince authorities to change legislation that hasn’t allowed electronic signatures for financial agreements.

Tesla formally recognized the DNB-Scrive partnership, naming it the world’s best financing experience for buying a new Tesla.

 

"The result is a fantastic customer experience. We went from 12% to 0% errors and can now pay our resellers within 30 minutes instead of days or weeks."

Stefan Davidsson Country Manager, DNB Finans Sweden

The DealerPad eSign difference

Customer experience
Customer experience

New car buyers expect a modern purchasing experience that aligns with what they’re buying

Dealer satisfaction
Dealer satisfaction

Faster payouts and less administration are better for the bottom line. Happier customers helps the brand

Digital process
Digital process

Elimination of error-prone paper processes means the end to costly data errors that mean delays for both the dealer and customer

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